Evaluating Patient Satisfaction Quality Improvement Cycle




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Evaluating Patient Satisfaction Quality Improvement Cycle 2 August 11 2010 Diana Feldstein MD Daniel Matthews MD Objectives To evaluate patient satisfaction with care provided at the UNC Internal Medicine Clinic in an effort to contribute to quality improvement in the UNC healthcare system To incorporate patient feedback as a reliable and fair component of 360 resident evaluations a new recommendation from the ABIM Background Currently 25 of randomly selected UNC clinic patients are mailed a generic survey Not specific to the IM clinic Cumbersome too many questions Too broad needs to focus on the patient satisfaction with the resident physician to be useful in 360 evaluations Poor response rate with mailed surveys and may capture extremes 10 12 at UNC QI Project Cycle 1 Drs Goetz and Knight designed a Patient Satisfaction Questionnaire PSQ with these goals Validated and reliable instrument 20 50 patient surveys needed per resident to yield stable ratings1 Limit initially to questions directly involving primary care provider Meet standards for 360 resident evaluations Provide feedback useful for quality improvement 1Swing SR Acad Emer Med 2002 Vol 9 Number 11 1278 1288 New Process Advantages More specific to the IM clinic Succinct 8 question survey with comment box Focuses on the patient satisfaction with the resident physician Should yield a higher response rate than a mailed survey New Process Advantages Assuming 3 clinics per month with 3 5 patients per visit 126 patients per year With 80 return 100 8 surveys per year Over 3 year residency surveys would provide valuable information to residents Would meet ABIM recommendation for 360 resident evaluations Cycle 2 Piloting the PSQ Model http www do2learn com picturecards images imageschedule airplane l gif New Process Goals Hypotheses Surveys to be collected upon completion of visit will generate more useful data because the visit is fresh in the patient s mind In clinic survey will obtain a higher response rate






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